Contextual help with an application

ABSTRACT

A method, system, and medium are provided for supplying contextual help to a user of an application. A problem encountered by the user while using the application is identified in real time. Identifying the problem may include identifying the current user task, based at least on application checkpoints encountered by the user. In response to identifying the problem encountered by the user in real time, the user is provided with short-term help and long-term help that address the problem. The short-term and long-term help may be identified based at least in part on mappings that associate user tasks with help information applicable to the user tasks.

CROSS-REFERENCE TO RELATED APPLICATIONS

This application is a continuation of U.S. application Ser. No.14/704,558 filed May 5, 2015, entitled “Contextual Help within anApplication,” which claims priority to U.S. Provisional Application No.62/086,530, filed Dec. 2, 2014, entitled “Contextual Help within anApplication,” both of which are incorporated herein by reference intheir entireties.

BACKGROUND

Computer applications typically include some type of help featureenabling a user to search for information about how to perform varioustasks within the application, solutions to problems encountered whileattempting to perform a task, and the like. An application may provide a“help button,” e.g., an icon, which a user can select to access a helpfeature that includes a means of navigating to an appropriate helptopic. For example, a help feature may include an index of help topicsarranged in a hierarchical fashion such that the user can navigate to ageneral topic, then navigate within that to a more specific topic. Ahelp feature may also include a search function that allows a user toenter a search term related to a particular task or subject.

SUMMARY

A high-level overview of various aspects of an embodiment of theinvention are provided here for that reason, to provide an overview ofthe disclosure and to introduce a selection of concepts that are furtherdescribed in the detailed-description section below. This summary is notintended to identify key features or essential features of the claimedsubject matter, nor is it intended to be used as an aid in isolation todetermine the scope of the claimed subject matter. In brief and at ahigh level, this disclosure describes, among other things, ways toprovide contextual help to a user of an application.

At a high level, contextual help may be provided to a user of anapplication in real time, i.e., while the user is using the applicationand has encountered a problem or difficulty performing a task. Theuser's actions while using the application may be monitored, such thatwhen the user requests help, a determination can be made as to what taskthe user is attempting to perform within the application. Based on theparticular task at hand, appropriate contextual help may be determinedand may include a short-term solution to the problem encountered by theuser while performing the task, i.e., an immediate solution enabling theuser to complete the task at hand. The user is thus provided with helpinformation, e.g., the immediate solution, which is tailored to theproblem without having to search or browse through help menus. Thecontextual help may also include one or more contextual long-termsolutions to the problem, e.g., information about available learningopportunities that would improve the user's proficiency at using theapplication to perform the task at hand. Learning opportunities mayinclude classes, seminars, online tutorials, and the like.

A history of the user's usage of the application may be stored,including information identifying the application, the user, the user'semployer or institution, the user's geographic location, which tasks theuser performs within the application, timestamps associated with thetasks, and the like. A history may also be stored of learningopportunities previously presented to, and/or availed by, the user. Whena user requests help within the application, the short-term and/orlong-term solutions provided to the user may be based on any or all ofthe user's current context within the application, the user's usagehistory, and prior learning opportunities taken by, or provided to, theuser. The short-term and/or long-term solutions provided to the user mayalso be based on usage history and performance of other users withregard to the task at hand.

BRIEF DESCRIPTION OF THE SEVERAL VIEWS OF THE DRAWINGS

Illustrative embodiments of the present invention are described indetail below with reference to the attached drawing figures, andwherein:

FIG. 1 is a block diagram of an exemplary computing environment suitablefor use with an embodiment of the present invention;

FIG. 2 is a diagram of an exemplary system for providing contextual helpsuitable for use with an embodiment of the present invention;

FIG. 3 is a flowchart depicting an exemplary method suitable for usewith an embodiment of the present invention; and

FIG. 4 is a flowchart depicting another exemplary method suitable foruse with an embodiment of the present invention.

DETAILED DESCRIPTION

The subject matter of select embodiments of the present invention isdescribed with specificity herein to meet statutory requirements. Butthe description itself is not intended to define what we regard as ourinvention, which is what the claims do. The claimed subject matter maybe embodied in other ways to include different steps or combinations ofsteps similar to the ones described in this document, in conjunctionwith other present or future technologies. Terms should not beinterpreted as implying any particular order among or between varioussteps herein disclosed unless and except when the order of individualsteps is explicitly described.

Embodiments may be embodied as, among other things: a method, system, orset of instructions embodied on one or more computer-readable media.Computer-readable media include media implemented for storinginformation. Examples of stored information include computer-useableinstructions, data structures, program modules, and other datarepresentations. By way of example, and not limitation,computer-readable media may comprise computer storage media.Computer-readable media include both volatile and nonvolatile media,removable and nonremovable media, and contemplate media readable by adatabase, a switch, and various other network devices. Media examplesinclude hardware memory devices such as RAM, ROM, EEPROM, flash memoryor other memory technology, CD-ROM, digital versatile discs (DVD),holographic media or other optical disc storage, magnetic cassettes,magnetic tape, magnetic disk storage, and other data storage devices.These technologies can store data momentarily, temporarily, orpermanently. As used herein, computer-readable media do not includesignals per se.

Some embodiments are described herein in terms of medical recordsprocessing systems, such as might be used in a hospital, doctor'soffice, or other clinical setting.

However, some embodiments of the invention are not limited to anyparticular type of medical records processing systems, nor are theylimited to medical applications in general. An embodiment may providecontextual help to users of other, non-medically-related, types ofapplications.

In an embodiment, a physician utilizes a medical records system toaccess a patient's chart for information about medications, treatment,vital signs, and the like. An exemplary task that may be performed bythe physician is to use a charting application to place a physicianorder for the patient. Suppose the physician has difficulty in using theapplication to place the order, such as not being able to locate adesired patient, or some particular information about the patient'sstatus. At that point, the physician may not know how to proceed, andmay accordingly request help, e.g., click on a help link or icon. In anembodiment, the request for help does not identify a particular helptopic, but rather is a general request for help. In some embodiments, auser may have the option of either submitting a general help request ornavigating through a help menu to particular topics before submitting amore specific help request.

In response to the request for help, the help system may determinecontextual information including information about the physician, suchas the identity of the physician, which system the physician is using,which version of application the physician is using, the physician'sgeographic location, what language he or she is using, and the like. Thesystem may also determine which task the user is trying to perform,e.g., place an order, and how the user got to the point in the processat which he or she got stuck. The contextual information is utilized todetermine more specifically what the user needs help with, even thoughthe request may only be a generic request for help. For example, theuser may have opened patient records, performed a patient search, openeda particular patient's chart, and is currently trying to place a basicorder.

The information about the physician and the current task may be trackedand stored in real time. In an embodiment, when the user requests help,the information is utilized by a help system that maintains and hasaccess to additional information related to the physician and his or herusage of the application. The additional information maintained by thehelp system may include historical records of the physician's usage ofthe application for a given previous length of time, such as actionsperformed within the application, and learning opportunities related tothe application that have previously been accessed by, or provided to,the physician. The help system may also have access to a database thatmaps user tasks to short-term help, i.e., immediate solutions toproblems that may be encountered by users of the application, as well asa mapping of user tasks to long-term help, i.e., learning opportunitiesavailable to users that are related to the application, task and/orproblem encountered by the user.

In one embodiment, the help system provides help to the user even whenthe user has not requested help. The system may proactively determinethat the user is experiencing a problem, based on the information thatis tracked in real time. For example, the help system may determine thatthe user has attempted the same task repeatedly without making progress.As another example, the help system may determine that the user isattempting to perform an action prematurely, before some requiredinformation has been entered, or before another prerequisite action hasbeen performed. Another example would be if the user performs a sequenceof actions that don't typically belong together, or that do notaccomplish anything. A further example would be if the user is taking aninordinately long time to complete a task. Other situations may alsoarise in which the user's actions indicate the user is struggling with atask.

In one embodiment, the help system utilizes the currently-trackedinformation about the physician, the task, and the historicalinformation, to identify at least two types of help information, i.e.,solutions, that are pushed to the user. A first type of help informationprovided to the user is contextual short-term help that provides animmediate solution to the problem, enabling the user to get past thepoint at which he or she is stuck in the current task. The short-termhelp information may be based on the current contextual information,such as which task the user is attempting to perform, the point at whichthe user got stuck, the actions performed by the user to get to thatpoint, and the like.

A second type of help information provided to the user is contextuallong-term help, i.e., indications of learning opportunities related tothe application, current task, and/or problem encountered by the user.The long-term help may be based on the user's historical usage andperformance data for a given period of time, e.g., six months. Based onthe historical usage and performance data, the system may determine thatthe user frequently has difficulties performing the current task. Inaccordance with that determination, the help system may providerecommendations of learning opportunities related to the current taskand/or problem, such as tutorials, web-based training, classes, socialmedia pages, online discussion forums, blogs, and the like. The helpsystem may also use the historical records of learning opportunitiespreviously accessed by, or recommended to, the user, to avoid presentingredundant recommendations to the user. For example, if the user'sperformance does not improve after accessing a recommended learningopportunity, better results may be achieved by recommending a differenttype of learning opportunity. Additionally, the help system may accessusage records of other users to evaluate which types of learningopportunities have proven most helpful for the other users.

Automatically identifying the current task the user is attempting toperform, and providing the user with contextual short-term and long-termhelp specifically related to the task while the user is in theapplication and trying to perform the task, is of great benefit to theuser. Unlike a help function that requires the user to spend timenavigating to the appropriate help topic, or entering search terms tolocate the appropriate help topic, an embodiment of the presentinvention increases the user's efficiency by immediately providing thesolution to the user's problem, i.e., the appropriate help informationthat will get the user past his or her point of difficulty in theapplication. The user is thus able to complete the current task morequickly without spending time manually tracking down a solution to theproblem. Increased efficiency is especially important in very busyenvironments. As one example, a physician or other health practitionerin a hospital setting may attend to a large number of patients. Therequired documentation in such a setting is often voluminous, requiringa great deal of the practitioner's time to complete. Even seeminglysmall reductions in the amount of time spent using an application canadd up to a significant saving of time when multiplied by a large numberof patients or documents that are maintained or processed with anapplication.

While the short-term help provides an immediate solution in the moment,the long-term help may require an investment of time on the part of theuser, such as taking a class or working through an online tutorial, andso is not practical for the user to pursue while using the application.However, utilizing a long-term solution at a later time enables the userto become more proficient at using the application and performing thetasks that the user has struggled with. Notifying the user of contextuallong-term learning opportunities while the user is using theapplication, and in particular while the user is having a specificproblem completing a task, is of great benefit. The user knows exactlywhich problem the learning opportunities address, and is more likely toappreciate and take advantage of learning opportunities when made awareof the association between the learning opportunities and the problem heor she has encountered in using the application. While the short-termhelp reduces time spent performing a task by providing an immediatesolution to a problem, the long-term help enables the user to becomemore knowledgeable and more proficient with the application, thusreducing the need for the user to request help during future usage ofthe application.

In a first aspect, a method is provided for supplying contextual help toa user of an application. A problem encountered by the user while usingthe application is identified in real time. Identifying the problem mayinclude identifying the current user task, based at least on applicationcheckpoints encountered by the user. In response to identifying theproblem encountered by the user in real time, the user is provided withshort-term help and long-term help that address the problem. Theshort-term and long-term help may be identified based at least in parton mappings that associate user tasks with help information applicableto the user tasks.

In a second aspect, a system is provided for supplying contextual helpto a user of an application. The system includes one or more databasesconfigured to store a history of actions performed by a user over agiven period of time as checkpoints, a mapping of checkpoints to usertasks, a mapping of user tasks to short-term help information thatincludes immediate solutions to problems associated with the user tasks,and a mapping of user tasks to long-term help information that includeslearning opportunities that address the problems associated with theuser tasks. The system also includes one or more processing deviceconfigured to monitor in real time the actions performed by the user ina current usage session of the application, to identify in real time aproblem encountered by the user while attempting to perform a user task,to provide to the user short-term help for the problem, and to provideto the user an indication of long-term help that addresses the problem.

In a third aspect, computer-readable media are provided for facilitatinga method of supplying contextual help to a user of an application. Tasksperformed by a user in an application are monitored. A problem isidentified that is encountered by the user while performing a taskwithin the application. Based at least in part on the task, short-termhelp is determined for the problem encountered by the user, andlong-term help is determined that addresses the problem encountered bythe user. While the user is using the application, the short-term helpfor the problem is provided to the user, and a recommendation of thelong-term help that addresses the problem is provided to the user.

Referring now to FIG. 1, an exemplary computing environment (e.g.,medical-information computing-system environment) is depicted that issuitable for use with an embodiment of the present invention. Theillustrated computing environment is designated generally as computingenvironment 100. Computing environment 100 is merely an example of onesuitable computing environment and is not intended to suggest anylimitation as to the scope of use or functionality of the invention.Neither should computing environment 100 be interpreted as having anydependency or requirement relating to any single component orcombination of components illustrated therein. Some embodiments of thepresent invention may be operational with numerous other purposecomputing system environments or configurations. Examples of well-knowncomputing systems, environments, and/or configurations that may besuitable for use with some embodiments of the present invention includepersonal computers, server computers, hand-held or laptop devices,multiprocessor systems, microprocessor-based systems, set top boxes,programmable consumer electronics, network PCs, minicomputers, mainframecomputers, distributed computing environments that include any of theabove-mentioned systems or devices, and the like.

Some embodiments of the present invention may be described in thegeneral context of computer-executable instructions, such as programmodules, embodied in computer-readable media, being executed by acomputer. Exemplary program modules comprise routines, programs,objects, components, and data structures that perform particular tasksor implement particular abstract data types. Some embodiments of thepresent invention may be practiced in distributed computing environmentswhere tasks are performed by remote processing devices that are linkedthrough a communications network. In a distributed computingenvironment, program modules may be located in association with localand/or remote computer storage media (e.g., memory storage devices).

With continued reference to FIG. 1, computing environment 100 comprisesa computing device 102 in the form of a server, also referred to asserver 102. Although server 102 is depicted in FIG. 1 as a singleserver, in some embodiments server 102 includes multiple servers and/ordevices that function individually or together to perform the functionsof server 102. Exemplary components of server 102 comprise a processingunit, internal system memory, and a suitable system bus for couplingvarious system components, including a data store 104, with server 102.The system bus may be any of several types of bus structures, includinga memory bus or memory controller, a peripheral bus, and a local bus,using any of a variety of bus architectures. Exemplary architecturescomprise Industry Standard Architecture (ISA) bus, Micro ChannelArchitecture (MCA) bus, Enhanced ISA (EISA) bus, Video ElectronicStandards Association (VESA) local bus, and Peripheral ComponentInterconnect (PCI) bus, also known as Mezzanine bus. Server 102typically includes therein, or has access to, a variety ofcomputer-readable media. In some embodiments, computing device 102 is atype of computing device other than a server. Exemplary computingdevices 100 include other types of network devices, PCs, and the like.

In an embodiment, data store 104 comprises one or more types ofcomputer-readable media configured to store information such as programmodules, databases, and the like. In some embodiments, data store 104comprises one or more processing devices configured to access orfacilitate access to the data stored therein. Data store 104 may alsocomprise an electrical or electronic interface enabling communicationwith server 102.

Server 102 may operate in a computer network 106 using logicalconnections to one or more remote computers 108. Remote computers 108may be located at a variety of locations in a medical or researchenvironment, including clinical laboratories (e.g., molecular diagnosticlaboratories), hospitals and other inpatient settings, veterinaryenvironments, ambulatory settings, medical billing and financialoffices, hospital administration settings, home healthcare environments,and clinicians' offices. Clinicians may comprise a treating physician orphysicians; specialists such as surgeons, radiologists, cardiologists,and oncologists; emergency medical technicians; physicians' assistants;nurse practitioners; nurses; nurses' aides; pharmacists; dieticians;microbiologists; laboratory experts; laboratory technologists; geneticcounselors; researchers; veterinarians; students; and the like. Remotecomputers 108 may also be physically located in nontraditional medicalcare environments so that the entire healthcare community may be capableof integration on the network. Remote computers 108 may be personalcomputers, laptops, servers, routers, network PCs, peer devices, othercommon network nodes, or the like and may comprise some or all of theelements described above in relation to server 102. The devices can bePDAs, mobile phones, or other like devices. As described above, someembodiments of the present invention are not limited to medicalapplications. In some embodiments, remote computers 108 may be locatedat locations in non-medically related environments, e.g., businesses,schools, and the like, and may be accessed by employees, students, orother personnel associated with the particular locations for usingnon-medically related applications.

Computer networks 106 may comprise local area networks (LANs), personalarea networks (PANS), and/or wide area networks (WANs). Such networkingenvironments are commonplace in offices, enterprise-wide computernetworks, intranets, and the Internet. When utilized in a WAN networkingenvironment, server 102 may comprise a modem or other means forestablishing communications over the WAN, such as the Internet. In anetworking environment, program modules or portions thereof may bestored in association with server 102, data store 104, or any of theremote computers 108. For example, an application program 110 that isusable by a clinician or other end user may reside on any one or more ofthe remote computers 108, and thus be executable by the remote computer108. In an embodiment, application 110 may be reside on, and executedby, server 102 or another server, in which case remote computer 108would access application 110 remotely. It will be appreciated by thoseof ordinary skill in the art that the network connections shown areexemplary and other means of establishing a communications link betweenthe computers (e.g., server 102 and remote computers 108) may beutilized.

In operation, an organization may enter commands and information intoserver 102 or convey the commands and information to server 102 via oneor more of the remote computers 108 through input devices, such as akeyboard, a microphone (e.g., voice inputs), a touch screen, a pointingdevice (commonly referred to as a mouse), a trackball, or a touch pad.Other input devices comprise satellite dishes, scanners, or the like.Commands and information may also be sent directly from a remotehealthcare device to server 102. In addition to a monitor, server 102and/or remote computers 108 may comprise other peripheral outputdevices, such as speakers and a printer. Although many other internalcomponents of server 102 and the remote computers 108 are not shown,such components and their interconnection are well known. Accordingly,additional details concerning the internal construction of server 102and the remote computers 108 are not further disclosed herein.

Referring now to FIG. 2, an exemplary system for providing contextualhelp suitable for use with an embodiment of the present invention isdepicted, and is generally referred to as system 200. System 200includes a usage database 210, a task database 212, a short-term helpdatabase 214, a long-term help database 216, a monitoring component 218,an action query component 220, and a help manager component 222.

In an embodiment, usage database 210 comprises one or more data storagedevices configured to store a history of the user's actions while usingan application. The user's actions performed in real time may be storedin usage database 210, which maintains the usage history for a givenperiod of time. For example, a user's usage history may be maintainedfor the past three months, six months, or other period of time.Maintaining a record of usage history enables a user's performance andproficiency with the application to be measured and evaluated todetermine the user's efficiency and improvement over time, as well asother measures and factors related to usage of the application. As oneexample, timestamps may be stored in association with the user's actionswhen performing various tasks in the application. The amount of timespent on a given task may be determined, based on the timestamps, forany time in the past at which the user performed the task. Comparing theamount of time spent on the task at an earlier point in time with theamount of time spent on the task at a later point in time, such as thepresent or within a short time period prior to the present, may providea measure of the user's proficiency over time. A reduction in the amountof time spent performing the task may be viewed as an improvement inproficiency and/or efficiency. As another example, determiningvariations over time in how frequently the user requests help whileusing the application may provide a measure of proficiency and/orefficiency.

In an embodiment, the usage history is stored in the form of checkpointrecords. Checkpoints correspond to actions performed by the user withinthe application. Every user action may invoke a set of code, e.g., afunction, routine, or subroutine, or the like, within the application.Every time a set of code is invoked, a record identifying the set ofcode (or identifying a checkpoint associated with that set of code) maybe stored in the usage database as a checkpoint record, indicating thatthe user invoked that particular functionality. The checkpoint recordmay be a string of characters or codified data recording whichapplication the user is using, an identification of the user, anidentification of the client, a location of the user, a timestamp ofwhen the checkpoint occurred, and the like. Any information that definesor is associated with the user's current usage context may be stored.Additionally, usage database 210 may store a history of short-term andlong-term help provided to the user, and which learning opportunitieswere availed by the user.

System 200 also includes a task database 212. In an embodiment, taskdatabase 212 comprises one or more data storage devices configured tostore a mapping of checkpoints to user tasks. A given user task withinthe application may be defined by a minimum of two checkpoints. For twoor more checkpoints occurring in the current usage context, the mappingof checkpoints to user tasks may be utilized to determine which task theuser is performing, or attempting to perform.

System 200 also includes a short-term help database 214. In anembodiment, short-term help database 214 comprises one or more datastorage devices configured to store a mapping of tasks to short-termhelp, i.e., to immediate solutions to problems that may be encounteredby a user while using the application. Based on the current task a useris attempting to perform, the mapping of tasks to short-term help may beutilized to identify help information that specifically addresses theuser's immediate need. Other contextual information from the usagedatabase may also be utilized to identify help information to provide tothe user, such as which application is being used, the platform, how theuser got to the current point in the application, i.e., the user'sactions or tasks that led up to the current point, how the user gotstuck at that point, and the like.

System 200 also includes a long-term help database 216. In anembodiment, long-term help database 216 comprises one or more datastorage devices configured to store a mapping of tasks to long-termhelp, i.e., learning opportunities that a user may utilize to becomemore proficient at using the application and/or performing the task athand. Similar to the short-term help database, the mapping of tasks tolong-term help may be utilized to identify appropriate learningopportunities, based on contextual usage information such as whichapplication is being used, the current task a user is attempting toperform, and the like. The learning opportunities may include classes,seminars, online tutorials, webinars, blogs, books, e-books, and thelike, which are available to the user. Although depicted in FIG. 2 asindividual databases, in some embodiments any or all of usage database210, task database 212, short-term help database 214, and long-term helpdatabase 216 may be contained within a single database. As used herein,references to storing or retrieving data to or from a particular database, such as usage database 210, does not imply that the database isnecessarily separate from the other databases, but simply identifies theparticular type of data that is stored or retrieved.

System 200 also includes a monitoring component 218 comprising one ormore processing devices configured to monitor the user's usage of theprogram in real time. Monitoring component 218 may be one or moreservers, similar to server 102 described above, or may be one or moreother types of computing devices that include one or more features ofremote computers 108. Monitoring component 218 may also include anelectrical or electronic interface for communicating with externalprocessing devices such as data stores, computers, and the like. In anembodiment, monitoring component 218 receives from the application,which runs on a computing device such as a remote computer 108, anotification of checkpoints that occur while the user is using theapplication, and stores the checkpoints in usage database 210. Theinformation received from the application may include data identifyingthe present context of the usage, such as which application the user isusing, an identification of the user, an identification of the client, alocation of the user, a checkpoint that has occurred, and the like. Anyof the contextual usage information may be stored by monitoringcomponent 218 with the checkpoint in a checkpoint record.

System 200 also includes an action query component 220 comprising one ormore processing devices configured to query usage database 210. Actionquery component 220 may be one or more servers, similar to server 102described above, or may be one or more other types of computing devicesincluding one or more features of remote computers 108. Action querycomponent 220 may also include an electrical or electronic interface forcommunicating with external processing devices such as data stores,computers, and the like. In an embodiment, checkpoints for the currentapplication session are stored in action query component 220 (or storedby action query component 220 in an associated database) and utilized byaction query component 220 to determine the current context of theapplication usage, e.g., who the user is, what system he/she is using,the application version, the software and/or platform on which theapplication is executing, and the like. In an embodiment, action querycomponent 220 receives the checkpoints for the current applicationsession directly from the application. In one embodiment, action querycomponent 220 receives the checkpoints for the current applicationsession from monitoring component 218.

Action query component 220 may also use the checkpoint data, inconjunction with the task database, to determine what the user is doing,i.e., the task the user is performing or attempting to perform, how theuser got to the current point in the application, i.e., the user'sactions or tasks that led up to the current point, and how the user gotstuck at that point. As described above, task database 212 stores acheckpoint-to-task mapping enabling action query component 220 to lookup tasks associated with specific checkpoints. In an embodiment, actionquery component 220 also determines, based on information retrieved fromusage database 210, a measure of the user's performance while using theapplication. As described above, usage database 210 maintains the usagehistory of a user for a given period of time. By analyzing a user'susage history that occurred over time, action query component 220 maydetermine whether the user's performance has improved. The measure ofthe user's performance may be based on the amount of time spentperforming particular tasks, how frequently the user requests help,whether the user repeatedly requests help for the same task, whether theuser has availed him/herself of learning opportunities, and the like.

System 200 also includes a help manager component 222 comprising one ormore processing devices configured to provide the help information tothe user. Help manager component 222 may include one or more servers,similar to server 102 described above, or may include one or more othertypes of computing devices including one or more features of remotecomputers 108. Help manager component 222 may also include an electricalor electronic interface for communicating with external processingdevices such as data stores, computers, and the like. In an embodiment,help manager 222 utilizes contextual information received from actionquery component 220 to determine which short-term and long-term helpinformation to provide to the user. Help manager 222 may also receivethe help request from the user, and invoke action query component 220 toobtain the contextual usage information for the user's currentapplication session.

Although depicted in FIG. 2 as individual components, in someembodiments the functionality of any or all of monitoring component 218,action query component 220, and help manager component 222 may becontained within a single component comprising one or more processingdevices configured to provide their respective functionalities. Thesingle component may comprise a single server or computing device, ormay comprise multiple servers or computing devices, such that processingoccurs in a distributed fashion. As used herein, references to thefunctionalities of an individual component, such as monitoring component218, do not imply that the component is necessarily a separate devicefrom the other components, but simply identifies a particular type offunctionality whether performed by one or many devices. Additionally, itwill be appreciated by those of ordinary skill in the art that theinterconnections between components and databases depicted in FIG. 2 areexemplary and do not imply that separate devices are necessarilyconnected in a particular fashion; rather, the interconnections asdepicted represent functional connections without regard to whether anyor all of the functionalities reside within a single or multiplephysical computing devices. Other means of establishing interconnectionsbetween the illustrated components and databases may be utilized.

Referring now to FIG. 3, a flowchart depicts an exemplary methodsuitable for use with an embodiment of the present invention and isgenerally referred to as method 300. Method 300 is merely an example ofone suitable method and is not intended to suggest any limitation as tothe scope of use or functionality of the invention. Neither shouldmethod 300 be interpreted as having any dependency or requirementrelating to any single component or combination of componentsillustrated therein.

At a step 310, a problem encountered by a user while using anapplication is identified. In an embodiment, identifying the problemincludes identifying a current user task based on checkpoints in theapplication, which may be accomplished by accessing a stored mappingthat maps the checkpoints in the application to user tasks. As describedabove, the user's actions performed in the application may be tracked inreal time and stored for the user's current session by an action querycomponent such as action query component 220, along with otherinformation that provides the current context of the user's actions,such as which application is being used, the platform, how the user gotto the current point in the application, i.e., the user's actions ortasks that led up to the current point, how the user got stuck at thatpoint, and the like.

At a step 312, short-term help is provided to the user. As describedabove, short-term help may be an immediate solution enabling the user tocomplete the task at hand and get past the point at which he or she isstuck in the current task. In an embodiment, the short-term helpinformation may be based on the current contextual informationassociated with the user's actions, including the current task. A storedmapping may be accessed that maps user tasks to contextual helpinformation comprising immediate solutions, i.e., short-term help, toproblems associated with the user tasks. In an embodiment, the user taskmay be mapped to a plurality of immediate solutions. In that event, theuser may be queried for an indication of which specific problem he orshe has encountered to refine the selection of short-term help. When theindication is received from the user, the short-term help may beidentified and provided to the user based on that indication.

At a step 314, long-term help for the problem is provided to the user. Astored mapping may be accessed that maps user tasks to long-term helpinformation such as information designating or identifying learningopportunities that are associated with the user tasks. In an embodiment,the long-term help provided to the user includes a designation orindication of a learning opportunity identified at least in part basedon the current user task. In an embodiment, when the current user taskis mapped to a plurality of learning opportunities, the indication ofthe learning opportunity is further identified based on a measuredeffectiveness of individual learning opportunities. For example, usagerecords of other users may be accessed to evaluate which types oflearning opportunities have proven most helpful for the other users, andthe learning opportunities may be ranked according to efficacy, based onthat historical usage data. The measure of efficacy for individuallearning opportunities may be based on the amount by which other usershave improved their proficiency at using the application subsequent toavailing themselves of the learning opportunities. The measure ofefficacy for individual learning opportunities may also be based onfeedback received from the other users.

Referring now to FIG. 4, a flowchart depicts an exemplary methodsuitable for use with an embodiment of the present invention and isgenerally referred to as method 400. Method 400 is merely an example ofone suitable method and is not intended to suggest any limitation as tothe scope of use or functionality of the invention. Neither shouldmethod 400 be interpreted as having any dependency or requirementrelating to any single component or combination of componentsillustrated therein.

At a step 410, tasks performed by a user within an application aremonitored. The monitoring may be performed by one or more servers via anetwork connection with a computing device that is utilized by the userwhen accessing the application. In an embodiment, notification ofcheckpoints that occur while the user is using the application arereceived from the application and stored for the user's current sessionby an action query component such as action query component 220described above. Contextual information may also be received, such aswhich application the user is using, an identification of the user, anidentification of the client, a location of the user, a checkpoint thathas occurred, and the like. The checkpoint and contextual usageinformation may be stored as a checkpoint record.

At a step 412, the current user task is identified based at least oncheckpoints, by accessing a stored mapping that maps the checkpoints inthe application to user tasks. As described above with regard to FIG. 2,a task performed within the application may be defined by a minimum oftwo checkpoints. Based at least on two or more checkpoints that haveoccurred in the current application session, the mapping of checkpointsto user tasks may be utilized to determine which task the user isperforming, or attempting to perform. Some or all of the contextualusage information may also be used in determining the user task.

At a step 414, short-term help is determined for the problem encounteredby the user. In an embodiment, providing the short-term help includesaccessing a stored mapping that maps user tasks to contextual helpinformation, which includes immediate solutions to problems associatedwith the user tasks. Based at least on the current user task, themapping of user tasks to contextual help information may be utilized todetermine the short-term help. Some or all of the contextual usageinformation, as well as historical usage information for the user, mayalso be used in determining the short-term help. The current user taskmay be mapped to a plurality of immediate solutions associated withdifferent aspects of the task. In that event, an indication may bereceived from the user that refines the selection of the immediatesolution. The indication from the user may be received in response to aquery sent to the user as a result of identifying several immediatesolutions associated with the task.

At a step 416, long-term help is identified that addresses the problemencountered by the user. In an embodiment, the long-term help includesindications of learning opportunities related to the application,current task, and/or problem encountered by the user. The long-term helpmay be determined at least by accessing a stored mapping that maps usertasks to designations of learning opportunities. Based at least on thecurrent user task, the mapping of user tasks to designations of learningopportunities may be utilized to identify the long-term help. Some orall of the contextual usage information, as well as historical usageinformation for the user or other users, may also be used in determiningthe long-term help. In the event that the current user task is mapped toa plurality of designations of learning opportunities, the designationof the learning opportunity may be further identified based on a rankingof the designations of learning opportunities, wherein the ranking isbased on a measured effectiveness of the learning opportunities.

At a step 418, the determined short-term help is provided to the user.In an embodiment, the short-term help is provided to the user in realtime, or while the user is still at a point in the application at whichthe problem occurred or at which he or she is stuck. The short-term helpmay be communicated to the application in a form that is useable forpresentation by the application, either pre-formatted or in a form thatthe application is able to format for presentation to the user. Theshort-term help may include instructions or information directlyaddressing the user's problem, or may include one or more links todocuments that provide the short-term help. In addition, or as analternative, to communicating the short-term help information to theapplication, the short-term help information may be communicated to theuser via a web browser, an email, a text message, or other application.

At a step 420, the identified long-term help is provided to the user. Inan embodiment, the long-term help is provided to the user in real time,or while the user is still at a point in the application at which theproblem occurred or at which he or she got stuck. The long-term help maybe communicated to the application in a form that is useable forpresentation by the application, either pre-formatted or in a form thatthe application is able to format for presentation to the user. Thelong-term help may include instructions or information, such as portionsof a tutorial or manual that the user can save for later use, or mayinclude links or otherwise direct the user to a source of the long-termhelp. Sources may include online tutorials, webinars, classes (eitheronline or in a classroom), blogs, one-on-one coaching and the like.Similar to the short-term help, the long-term help information may alsobe communicated to the user via a web browser, an email, a text message,or other application.

Many different arrangements of the various components depicted, as wellas components not shown, are possible without departing from the scopeof the claims below. Embodiments of our technology have been describedwith the intent to be illustrative rather than restrictive. Alternativeembodiments will become apparent to readers of this disclosure after andbecause of reading it. Alternative means of implementing theaforementioned can be completed without departing from the scope of theclaims below. Certain features and subcombinations are of utility andmay be employed without reference to other features and subcombinationsand are contemplated within the scope of the claims.

The invention claimed is:
 1. A method for providing contextual help to auser of an application, comprising: monitoring user actions during acurrent usage session of the application, wherein the applicationcomprises a plurality of sets of code, wherein each set of code isinvoked by a corresponding user action, and wherein each set of code isassociated with a respective checkpoint; for each set of code that isinvoked, store a checkpoint record identifying the checkpoint associatedwith the set of code, wherein the record includes information associatedwith a current usage context of the user within the application;proactively identifying in real time a problem encountered by the userwhile using the application, wherein identifying the problem comprises:using stored checkpoint records to determine a current usage context ofthe application and a current user task, and using the stored checkpointrecords to determine an occurrence of one or more of: the userattempting the current user task repeatedly without making progress, theuser attempting to perform an action prematurely, the user performing asequence of actions that do not belong together, the user performing asequence of actions that do not accomplish anything, or the user failingto complete the current user task within a given period of time; inresponse to proactively identifying in real time the problem encounteredby the user, based at least in part on the current usage context and thecurrent user task, determining short-term help that is specific to theproblem encountered by the user, wherein the short-term help comprisesan immediate solution to the problem for the current usage session ofthe application, and wherein the short-term help is determined at leastin part from a database that maps user tasks to short-term helpinformation, providing the user with short-term help for the problem;and providing the user with a recommendation for long-term help thataddresses the problem, wherein the long-term help comprises a trainingopportunity that addresses the problem, and wherein the trainingopportunity is external to the application.
 2. The method of claim 1,wherein identifying the current user task based on checkpoints in theapplication includes accessing a stored mapping that maps thecheckpoints in the application to user tasks.
 3. The method of claim 2,wherein providing the short-term help includes accessing a storedmapping that maps user tasks to contextual help information comprisingimmediate solutions to problems associated with the user tasks.
 4. Themethod of claim 3, wherein the short-term help comprises an immediatesolution to the problem identified at least in part on the current usertask.
 5. The method of claim 4, wherein when the identified current usertask is mapped to a plurality of immediate solutions, then receiving anindication from the user that refines a selection of the immediatesolution from the plurality of immediate solutions that are mapped tothe current user task.
 6. The method of claim 1, wherein providing therecommendation for long-term help includes accessing a stored mappingthat maps user tasks to long-term help information comprisingdesignations of learning opportunities associated with the user tasks,wherein the recommendation for long-term help that is provided to theuser comprises a designation of a learning opportunity identified atleast in part based on the current user task.
 7. The method of claim 6,wherein when the current user task is mapped to a plurality ofdesignations of learning opportunities, the indication of the learningopportunity is further identified based on a measured effectiveness ofindividual learning opportunities.
 8. A system for providing contextualhelp to users of an application, comprising: one or more databases thatstore; A) a history of actions performed by a user in an applicationover a given period of time, wherein the application comprises aplurality of sets of code, wherein each set of code is associated with arespective checkpoint, and wherein the actions are stored within thehistory as checkpoints associated with respective sets of code invokedby the user, B) a first mapping of checkpoints to user tasks, whereineach user task is defined by a minimum of two checkpoints, C) a secondmapping of one or more of the user tasks to short-term help informationcomprising immediate solutions to problems associated with the one ormore user tasks in the second mapping, wherein for each user task in thesecond mapping, the second mapping identifies specific help informationthat provides an immediate solution to a problem associated with theuser task; and D) a third mapping of one or more of the user tasks tolong-term help information comprising learning opportunities availableat a later point in time that address the problems associated with theone or more user tasks in the third mapping, wherein for each user taskin the third mapping, the third mapping identifies a learningopportunity comprising external training material that pertains to usingthe application with respect to the user task; and one or moreprocessing device configured to; A) monitor in real time the actionsperformed by the user in a current usage session of the application, B)proactively identify in real time a problem encountered by the userwhile attempting to perform a user task, wherein the user task isidentified based at least in part on the stored checkpoints in thehistory of actions performed by the user and the first mapping ofcheckpoints to user tasks, C) utilize the second mapping to identifyshort-term help that is mapped to the user task, D) provide to the userthe short-term help for the problem; E) utilize the third mapping toidentify long-term help that is mapped to the user task, and F) provideto the user a recommendation of the long-term help that addresses theproblem.
 9. The system of claim 8, wherein the one or more processingdevice is further configured to utilize the stored first mapping ofcheckpoints to user tasks to identify the user task based on checkpointsfrom the current usage session of the application.
 10. The system ofclaim 8, wherein the third mapping of user tasks to long-term helpinformation is further configured to map the user task to multiplelearning opportunities.
 11. The system of claim 10, wherein the multiplelearning opportunities are ranked based on a measure of effectiveness.12. The system of claim 11, wherein the one or more processing device isfurther configured to determine the learning opportunity that addressesthe problem based at least in part on the rank of one or more of themultiple learning opportunities.
 13. One or more computer-readable mediahaving embodied thereon computer-useable instructions that, whenexecuted by one or more computing device, facilitate a method forproviding contextual help to a user of an application, comprising:monitoring checkpoints that occur while the user is using theapplication, wherein the application comprises a plurality of sets ofcode, wherein each set of code is associated with a respectivecheckpoint, and wherein each checkpoint that occurs corresponds to a setof code invoked by a user action; identifying tasks performed by theuser in the application based on the monitored checkpoints; proactivelyidentifying a problem encountered by the user while performing a task;determining short-term help for the problem encountered by the user;determining long-term help that addresses the problem encountered by theuser, wherein the long-term help comprises a plurality of trainingopportunities that address the problem; accessing historical recordsthat identify training opportunities previously accessed by the user;based on the determined long-term help that addresses the problem andthe historical records that identify the training opportunitiespreviously accessed by the user, determine a training opportunity thatwas not previously accessed by the user; while the user is using theapplication, A) providing the short-term help for the problem to theuser; and B) providing to the user a recommendation of the long-termhelp that addresses the problem, wherein the recommendation comprisesthe determined training opportunity that was not previously accessed bythe user.
 14. The media of claim 13, wherein identifying the problemincludes identifying a current user task based on checkpoints in theapplication.
 15. The media of claim 14, wherein identifying the currentuser task based on checkpoints in the application includes accessing astored mapping that maps the checkpoints in the application to usertasks.
 16. The media of claim 15, wherein providing the short-term helpincludes accessing a stored mapping that maps user tasks to contextualhelp information comprising immediate solutions to problems associatedwith the user tasks, wherein an immediate solution to the problem isidentified at least in part on the current user task.
 17. The media ofclaim 16, wherein when the identified current user task is mapped to aplurality of immediate solutions, then receiving an indication from theuser that refines a selection of the immediate solution from theplurality of immediate solutions that are mapped to the current usertask.
 18. The method of claim 13, wherein determining the long-term helpincludes accessing a stored mapping that maps user tasks to designationsof learning opportunities, wherein the recommendation of the long-termhelp is identified at least in part on the current user task.
 19. Themethod of claim 18, wherein when the current user task is mapped to aplurality of designations of learning opportunities, the designation ofthe learning opportunity is further identified based on a ranking of thedesignations of learning opportunities, wherein the ranking is based ona measured effectiveness of the learning opportunities.
 20. The methodof claim 19, wherein the measured effectiveness of the learningopportunities is based at least in part on one or more of: A) anevaluation of usage records of other users that have availed themselvesof the learning opportunities, or B) feedback received from the otherusers.